Tier 2 Support Engineer

iXSystems•Los Angeles, CA

1d•Remote

About The Position

TrueNAS is redefining enterprise storage by delivering proven data resilience, performance, and flexibility without the complexity or constraints of legacy solutions. As the most deployed storage platform in the world, TrueNAS already powers critical data storage infrastructure for businesses, research institutions, and government agencies across 140+ countries and millions of users. Our mission is simple: to become the most trusted name in data storage. Originally founded in Silicon Valley in 2002 under the name iXsystems, TrueNAS is a profitable, independent company with a culture rooted in trust, curiosity, technical excellence, and continuous improvement. Whether you work remotely or on-site, you’ll be part of a team that values collaboration and meaningful impact - where people come before profit, and bold ideas drive the future of data infrastructure. If you’re ready to help shape the future of enterprise storage, we’d love to connect. Position Overview: As a member of the Support Team, the Tier 2 Software Support Engineer will support the deployment and troubleshooting of TrueNAS solutions for customers. Ability to provide technical expertise to the Support Team for issues raised in the field is required, including occasional after-hours engagements, and working through complex customer issues. The debugging work will include hardware issues, firmware, and OS interoperability exceptions, and local recreation of issues when possible. Strong customer focus is also a must along with demonstrable troubleshooting and configuration competency in a wide variety of categories. This is a remote position in Los Angeles, CA area.

Requirements

Bachelor’s Degree in Computer Science, Computer/Electrical Engineering, or a related field (or equivalent experience)
7+ years of hands-on experience with UNIX/Linux server environments
Strong Linux systems administration skills and experience with open source technologies
Understanding of network technologies, architectures, and protocols
Practical knowledge of software-defined storage architecture and administration
Practical knowledge of implementation and administration of High-Performance Computing (HPC) technologies, including cluster resource management, job scheduling, etc.
A combination of professional or educational experience (whether formal or informal) that affords you with the knowledge, skills, and abilities above

Responsibilities

Answering incoming questions through our various support channels, providing business and product knowledge
Triage, routing, and escalation of customer engagements to the appropriate staff or teams
Generating new service cases for customers or providing updates on existing cases
Providing basic product knowledge to customers
Assisting customers with product configuration and maintenance per their SLA
Reviewing/summarizing failures, errors, and/or changes found within our storage platform’s debugs to move tickets toward resolution and/or escalation
Identifying failed components and submitting RMA requests for parts or assemblies, and remotely assisting customers with replacements
Providing System Verification and/or Health Check Reviews for support renewals or upon customer request
Auditing config docs, and configuration of in-house TrueNAS systems.
Assisting customers with TrueNAS onsite configuration and/or product walkthrough
Render professional, timely, and expert user support.
Troubleshoot software and hardware issues.
Prioritize duties in consultation with customers.
Direct the RMA process and coordinate support escalations for iXsystems and third-party hardware and software.
Fully document processes, procedures, and all work performed.
Mentor, task, and monitor junior team members.
Participate in growing iXsystems’ technical capabilities through knowledge-sharing and team activities.
Investigate and solve technical issues encompassing Enterprise Data Center Hardware, Software, and storage technologies.
Diagnose the root cause of high-level system failures - includes identifying failing components and source(s) of failure.